Sears SEARS = Sucky Excuses and Repulsive Service Nationwide Nationwide

4 years ago I bought a new boiler with installation from Sears for $15,000. It has already broken down twice. The latest incident occurred during the day on Thursday. I was down in NY for business, and my wife returned from work to find the house down to 47 degrees. We live in Massachusetts where we have been having daily temperatures in the single digits.

When I purchased the boiler, at the same time I also purchased a 7 year service warranty which covered all service, parts, and labor. Because I was out of town, my wife called Sears service around 6PM Thursday and was told they would send someone out in 24 to 48 hours. She explained that we had no heat and hot water (the boiler also heats the hot water heater) and the house was already down to 47 degrees. The Sears customer (dis)service rep replied in a snotty tone that wasn't their problem.

I returned home on Friday, and first thing on Saturday morning I called Sears to find out what time the service tech would be coming that day, as the 48 hours would be up in 9 hours. I was told their independent service contractor doesn't do calls on weekends, and wouldn't be at my home until Monday. I told them we were told 24 to 48 hours on Thursday so they needed to get someone out to my home that day before the pipes froze. They told me there was nothing they could do, that the 24 to 48 hours didn't include weekend days (again, totally absurd and the first time we were told this - apparently your products from Sears can only break down during normal business hours on weekdays only). I told them this was completely ridiculous, that I spent all of this money on the new boiler and service warranty so that I wouldn't be in this position, and I was told too bad, the best they could do was have someone come out on Monday. I asked if they were going to reimburse me for a hotel room for the next two nights and they transferred me to another department so they could discuss what concessions they could offer.

I explained everything to this next person and she told me that I was talking to the wrong department. After being bounced around to 4 different departments and being told again that I was talking to the wrong department I told the person that I have spent the past hour explaining my situation and everyone keeps telling me that I'm speaking to the wrong department. I asked him to please transfer me to a manager because I was tired of getting jerked around. I was then transferred into someone's VOICEMAIL which is completely pathetic after the ordeal that they had put me through. This was 10AM Saturday morning. I left my information, and it is now 4:25 on Sunday afternoon and this so called "manager" still hasn't returned my call.

My house is now 38 degrees, and there has been no heat or hot water for 72 hours. The biggest waste of $15,000 that I have ever spent. I would've been better off going to the bank and getting 15,000 one dollar bills. I would have had more reliable heat by burning those bills than buying this hunk of junk from Sears. Is it any wonder why Sears is in deep financial trouble? I had previously bought my refrigerator, range, washer, and dryer all from Sears before this boiler purchase. After this fiasco, I will never give Sears, Kmart, Land End, etc another dime of my hard earned money.

RIP Sears. Your days are numbered.